Read more

Government Recruitment Service; Town of Texas (WI); On-site; USD 43,000 - 53,000; Full time

Benefits offered by this job

Pension contributions

25 days annual leave

Flexible working options

Job summary

Government Recruitment Service is recruiting a Service Delivery Manager to oversee a portfolio of IT services, ensuring performance, reliability, and value across customer groups. You will manage supplier and contract delivery, steer continual improvement initiatives, and maintain strong relationships with stakeholders and end users.

You will lead service performance efforts, coordinate escalations, and mentor junior managers while aligning service outcomes with DVSA's objectives and standards.

Qualifications

• Experience delivering IT services and managing service performance.
• Ability to build stakeholder relationships and drive service improvements.
• Knowledge of SLAs, OLAs and service management processes.

Responsibilities

• Manage a portfolio of business-critical IT services and ensure they meet SLAs and business needs.
• Analyze service performance data to identify trends and drive continual improvements.
• Build and maintain relationships with business stakeholders, users, suppliers and internal teams.
• Identify, develop and implement continual service improvement initiatives.
• Support the development and management of SLAs, OLAs and key service management processes.
• Lead the management of service escalations with stakeholders and suppliers.
• Provide leadership and coaching to Associate Service Delivery Managers and colleagues.
• Develop and retire knowledge articles to support efficient issue resolution and user experience.

Job description

Service Delivery Manager

Company: Government Recruitment Service Salary: £35,663 to £35,663 a year Hours: Full-time Location: Oldham Job type: Permanent Posting date: 9 Sept 2026 Closing date: 20 Sept 2026

Summary

Can you deliver high-quality IT services, build strong stakeholder relationships, and drive continual service improvement and manage service level agreements?

Do you have the skills and experience to manage service performance, resolve complex issues, and ensure excellent customer outcomes?

Have you successfully managed IT services and supplier-delivered contracts, working collaboratively with stakeholders to drive service performance, deliver measurable improvements, and ensure effective day-to-day service delivery?

If so, we’d love to hear from you!

As a Service Delivery Manager, you will play a key role in ensuring the successful delivery of a portfolio of IT services that support DVSA's operational and strategic objectives. Working closely with customers, stakeholders, suppliers, and colleagues, you will drive service performance, oversee supplier and contract delivery, manage service risks and issues, and champion continual improvement to deliver value, reliability, and excellent customer outcomes.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Career

Your responsibilities will include, but aren’t limited to:

• Manage a portfolio of business-critical IT services, ensuring they meet agreed service levels, business requirements, and customer expectations.
• Analyse service performance data to identify trends, service issues, and drive continual improvements that enhance service quality, efficiency, and alignment with user and business needs.
• Build and maintain strong relationships with business stakeholders, users, suppliers, and internal teams, working collaboratively to set and manage service expectations, ensure service issues and concerns are appropriately represented.
• Identify, develop, and implement continual service improvement initiatives to enhance service quality, efficiency, and customer outcomes.
• Support the development and management of Service Level Agreements (SLAs), Operational Level Agreements (OLAs), and key service management processes.
• Lead the management of service escalations, working collaboratively with stakeholders and suppliers to drive timely resolution, maintain service performance, and ensure positive customer outcomes.
• Provide leadership, coaching, and support to Associate Service Delivery Managers and colleagues, promoting continuous development and high performance.
• Develop, maintain and retire knowledge articles to ensure Service Desk analysts, Service Management, and end users have access to accurate, up-to-date guidance on DVSA services, processes, and procedures. Ensure knowledge content remains relevant, easy to understand, and aligned with business needs, supporting efficient issue resolution, consistent service delivery, and improved user experience.

For further information on the role, please read the attached role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Proud member of the Disability Confident employer scheme.

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.